Frequently Asked Questions

  • When will my order arrive?
  • Can I track my order?
  • Where is my order?
  • Where is my order confirmation?
  • How do I cancel my order?
  • Can I edit my order or address?
  • How much is delivery?
  • Can I place an order without creating an account?
  • Why has my order been cancelled?
  • What countries do you deliver to?
  • How do I return an item?
  • What should I do if my item arrives damaged or faulty?
  • My order has arrived but it’s not as I expected. What can I do?
  • Can I exchange an item?
  • How long does it take to return an item?
  • My earrings are faulty, what can I do?
  • My Earrings aren't opening or closing
  • Do you have gift boxes or gift wrapping?
  • Do you have any discounts or offers?
  • Do you offer engraving or customisation?
  • Do you sell wholesale?
  • Do you sell gift vouchers?
  • Are the earrings sold in pairs?
  • How do I open the Mens Bracelets and Necklaces?
  • What payment methods do you accept?
  • Where is my refund?
  • Contact Us
  • When will my order arrive?
  • Can I track my order?
  • Where is my order?
  • Where is my order confirmation?
  • How do I cancel my order?
  • Can I edit my order or address?
  • How much is delivery?
  • Can I place an order without creating an account?
  • Why has my order been cancelled?
  • What countries do you deliver to?

When will my order arrive?

Orders placed before 2:00pm (Monday to Friday) are dispatched the same working day. Orders placed after 2:00pm, or on weekends and Bank Holidays, are dispatched the next working day.

Estimated delivery times from dispatch are:

  • Standard Delivery – 2-3 working days after dispatch
  • Express Delivery – 1-2 working days after dispatch
  • Special Delivery – 1 working day after dispatch

While over 98% of orders arrive within these timeframes, occasional delays can occur during transit so please allow an additional 48 hours for your order to arrive before contacting us regarding a late delivery.

Can I track my order?

Once your order has been dispatched, you will receive a confirmation email containing a link to track your delivery. Please note that tracking information may initially take up to 12 hours to update after dispatch as it progresses through our courier's system.

Orders placed before 2:00pm (Monday to Friday) are dispatched the same working day. Orders placed after 2:00pm, or on weekends and Bank Holidays, are dispatched the next working day.

Estimated delivery times from dispatch are:

  • Standard Delivery – 2-3 working days after dispatch
  • Express Delivery – 1-2 working days after dispatch
  • Special Delivery – 1 working day after dispatch

While over 98% of orders arrive within these timeframes, occasional delays can occur during transit so please allow an additional 48 hours for your order to arrive before contacting us regarding a late delivery.

Where is my order?

Orders placed before 2:00pm (Monday to Friday) are dispatched the same working day. Orders placed after 2:00pm, or on weekends and Bank Holidays, are dispatched the next working day.

Estimated delivery times from dispatch are:

  • Standard Delivery – 2-3 working days after dispatch
  • Express Delivery – 1-2 working days after dispatch
  • Special Delivery – 1 working day after dispatch

While over 98% of orders arrive within these timeframes, occasional delays can occur during transit so please allow an additional 48 hours for your order to arrive before contacting us regarding a late delivery.

Where is my order confirmation?

An order confirmation email is automatically sent to the email address provided at checkout.

If you do not receive your order confirmation within 24 hours, please check your spam or junk folder before contacting us, as the message may have been filtered there.

How do I cancel my order?

There is a short window between placing your order and when it enters processing. If you contact us immediately after ordering at help@philipjonesjewellery.com, we may be able to cancel your order before it is processed.

If cancellation is no longer possible, your order will be dispatched as usual, and you may return it to us after delivery should you wish to do so.

Can I edit my order or address?

Unfortunately, we’re unable to modify your order or delivery address once it has been dispatched.

If you need to change your delivery address before dispatch, please contact us as soon as possible at help@philipjonesjewellery.com, and we will do our best to assist.

If you would like to order a greater quantity or add additional products, please place a new order online.

How much is delivery?

We offer free standard shipping on all orders which normally takes 2-3 working days to arrive.

  • Standard Delivery – Free
  • Express Delivery – £2
  • Special Delivery – £7

Orders placed before 2:00pm (Monday to Friday) are dispatched the same working day. Orders placed after 2:00pm, or on weekends and Bank Holidays, are dispatched the next working day.

Estimated delivery times from dispatch are:

  • Standard Delivery – 2-3 working days after dispatch
  • Express Delivery – 1-2 working days after dispatch
  • Special Delivery – 1 working day after dispatch

While over 98% of orders arrive within these timeframes, occasional delays can occur during transit so please allow an additional 48 hours for your order to arrive before contacting us regarding a late delivery.

Please note that a £2 surcharge applies to all postal delivery services for orders shipped to Northern Ireland or the Isle of Man.

Can I place an order without creating an account?

Yes, you can place an order as a guest with no requirement to create an account.

However, we recommend creating an account if you would like to view your order history and save your shopping basket and payment details for future purchases. Creating an account during checkout is quick and easy.

Why has my order been cancelled?

We only cancel orders in limited circumstances, such as issues with stock availability, a problem with the delivery address provided, or at the customer’s request.

If you have received an email confirming that your order has been cancelled, please review the delivery address entered at checkout.

If your order has been cancelled due to an issue on our side, we sincerely apologise for the inconvenience. We will always offer a suitable alternative where possible and ensure a full refund is processed as quickly as possible.

What countries do you deliver to?

Unfortunately, we’re unable to offer delivery outside of the UK at this time.

However, our products may be available with international delivery options through Amazon, so we recommend checking there for availability.

Please note that a £2 surcharge applies to all postal delivery services for orders shipped to Northern Ireland or the Isle of Man.

  • How do I return an item?
  • What should I do if my item arrives damaged or faulty?
  • My order has arrived but it’s not as I expected. What can I do?
  • Can I exchange an item?
  • How long does it take to return an item?
  • My earrings are faulty, what can I do?

How do I return an item?

You may return any items in new, unused condition within 30 days of receipt by following the process outlined below.

Please return the items to the address below using a tracked or delivery-confirmed service. Be sure to include a note with your name, address, order number, and reason for return. Once we receive your return, we will notify you and process your refund as promptly as possible.

Return Address:
Philip Jones Jewellery
Unit 6 Dane John Works
Gordon Road
Canterbury
Kent
CT1 3PP

Please note that we do not offer free returns, so return postage costs are the responsibility of the customer. We recommend using Royal Mail who provide postage for large letter sized items from £1.55 (https://send.royalmail.com/)

If you received a free gift as part of a promotion for orders over £45 and your return reduces the order value below £40, the free gift must also be returned. If it is not returned, £12 will be deducted from your refund.

What should I do if my item arrives damaged or faulty?

We’re very sorry to hear that your item has arrived damaged or faulty and apologise for the inconvenience caused.

Please email clear images showing the damage or fault to help@philipjonesjewellery.com, and our customer care team will review this for you. Once confirmed, we will arrange a free exchange as quickly as possible.

In some cases, earring posts can become slightly loose or misaligned during wear or transit, which may prevent them from closing securely. This can often be resolved by gently adjusting the post back into position.

Please refer to the short videos below for guidance, depending on the closure type of your earrings:

Clip-On Hoop Earrings:
https://www.youtube.com/shorts/CZdSghD3LP8

Sterling Silver Hoop Earrings:
https://www.youtube.com/shorts/BX-og9bnEDg

Latch-Back Hoop Earrings:
https://www.youtube.com/shorts/grQKMFXKFlY

If you have tried the appropriate method and the issue is not resolved, please contact us at help@philipjonesjewellery.com, and we will be happy to arrange an exchange for you.

My order has arrived but it’s not as I expected. What can I do?

You may return any items in new, unused condition within 30 days of receipt by following the process outlined below.

Please return the items to the address below using a tracked or delivery-confirmed service. Be sure to include a note with your name, address, order number, and reason for return. Once we receive your return, we will notify you and process your refund as promptly as possible.

Return Address:
Philip Jones Jewellery
Unit 6 Dane John Works
Gordon Road
Canterbury
Kent
CT1 3PP

Please note that we do not offer free returns, so return postage costs are the responsibility of the customer. We recommend using Royal Mail who provide postage for large letter sized items from £1.55 (https://send.royalmail.com/)

If you received a free gift as part of a promotion for orders over £45 and your return reduces the order value below £40, the free gift must also be returned. If it is not returned, £12 will be deducted from your refund.

Can I exchange an item?

The fastest way to an exchange an item is to purchase the item you would prefer and then return the current item for a refund.

You may return any items in new, unused condition within 30 days of receipt by following the process outlined below.

Please return the items to the address below using a tracked or delivery-confirmed service. Be sure to include a note with your name, address, order number, and reason for return. Once we receive your return, we will notify you and process your refund as promptly as possible.

Return Address:
Philip Jones Jewellery
Unit 6 Dane John Works
Gordon Road
Canterbury
Kent
CT1 3PP

Please note that we do not offer free returns, so return postage costs are the responsibility of the customer. We recommend using Royal Mail who provide postage for large letter sized items from £1.55 (https://send.royalmail.com/)

Alternatively, you can send the goods back to us along with a note with your name, order number, and letting us know what item you would like to exchange it for and once received we will process the exchange.

How long does it take to return an item?

The time it takes for your return to reach us will depend on the carrier or shipping method you choose. Once your return has been received, we will notify you by email.

Refunds are typically processed within three working days of receiving the returned item. Please note that it may take several additional days for your bank or card provider to credit the refund back to your account.

My earrings are faulty, what can I do?

We’re very sorry to hear that you’re experiencing an issue with your earrings and apologise for the inconvenience.

In some cases, earring posts can become slightly loose or misaligned during wear or transit, which may prevent them from closing securely. This can often be resolved by gently adjusting the post back into position.

Please refer to the short videos below for guidance, depending on the closure type of your earrings:

Clip-On Hoop Earrings:
https://www.youtube.com/shorts/CZdSghD3LP8

Sterling Silver Hoop Earrings:
https://www.youtube.com/shorts/BX-og9bnEDg

Latch-Back Hoop Earrings:
https://www.youtube.com/shorts/grQKMFXKFlY

If you have tried the appropriate method and the issue is not resolved, please contact us at help@philipjonesjewellery.com, and we will be happy to arrange an exchange for you.

  • My Earrings aren't opening or closing
  • Do you have gift boxes or gift wrapping?
  • Do you have any discounts or offers?
  • Do you offer engraving or customisation?
  • Do you sell wholesale?
  • Do you sell gift vouchers?
  • Are the earrings sold in pairs?
  • How do I open the Mens Bracelets and Necklaces?

My Earrings aren't opening or closing

We’re very sorry to hear that you’re experiencing an issue with your earrings and apologise for the inconvenience.

In some cases, earring posts can become slightly loose or misaligned during wear or transit, which may prevent them from closing securely. This can often be resolved by gently adjusting the post back into position.

Please refer to the short videos below for guidance, depending on the closure type of your earrings:

Clip-On Hoop Earrings:
https://www.youtube.com/shorts/CZdSghD3LP8

Sterling Silver Hoop Earrings:
https://www.youtube.com/shorts/BX-og9bnEDg

Latch-Back Hoop Earrings:
https://www.youtube.com/shorts/grQKMFXKFlY

If you have tried the appropriate method and the issue is not resolved, please contact us at help@philipjonesjewellery.com, and we will be happy to arrange an exchange for you.

Do you have gift boxes or gift wrapping?

All of our jewellery is delivered in a branded velveteen pouch as standard, ensuring it arrives safely and beautifully presented. For most items, gift boxes (£6) of gift bags (£2.50) are also available to purchase separately if you would like to add an extra special touch by using the "Add gift Packaging" button on the product page or using the below link:

https://philipjonesjewellery.com/products/philip-jones-gift-box-and-bag 

At this time, we do not offer a gift-wrapping or personalised gift message service. Please also note that we’re unable to place the jewellery inside the gift box prior to dispatch.

Do you have any discounts or offers?

Unfortunately, we do not currently have any active discount codes or promotional offers, including multi-buy deals.

However, we are pleased to offer a free necklace worth £12 with every order over £45, while stocks last.

Do you offer engraving or customisation?

At present, we’re unable to offer engraving services for our jewellery or customisation of our quote cards.

However, we do offer a selection of add-on charms that can be used to personalise many of our necklaces and bracelets. These options allow you to create a more meaningful piece and can be viewed here: https://philipjonesjewellery.com/collections/customisable-jewellery

We appreciate your interest and understanding. We continually review our services and hope to offer additional personalisation options in the future, so please feel free to check back with us.

Do you sell wholesale?

At this time, we do not offer wholesale purchasing or multi-buy discounts. All orders are sold at standard retail pricing.

We appreciate your interest and understanding, and we regularly review our pricing and sales structure, so please feel free to check back with us in the future.

Do you sell gift vouchers?

Unfortunately, we do not currently offer gift vouchers. We apologise for any inconvenience this may cause and appreciate your understanding.

Please feel free to check back in the future, as we are always reviewing our product offerings and may introduce gift vouchers at a later date.

Are the earrings sold in pairs?

Yes, all of our earrings are sold as a pair, so you will receive two earrings with your purchase.

How do I open the Mens Bracelets and Necklaces?

This style of chain features a fold-over clasp, with a small lip on one side and a hinge on the other. Gently lifting the lip will release the clasp and allow the chain to open.

For visual guidance, please see the short video linked below, which demonstrates the process step by step: https://www.youtube.com/shorts/u9mcW4WlwtU

If you have any difficulty or need further assistance, please don’t hesitate to contact us and we’ll be happy to help.

  • What payment methods do you accept?
  • Where is my refund?

What payment methods do you accept?

We accept a range of secure payment methods to make checkout as convenient as possible. You can pay using MasterCard, Visa, or American Express, as well as popular digital payment options including Klarna, PayPal, Google Pay, and Apple Pay.

All payments are processed securely to ensure your personal and payment details are fully protected.

Where is my refund?

Once your return has been received, we aim to process your refund within three working days. You will receive an email confirmation as soon as your refund has been completed.

Please be aware that while we process refunds promptly, your bank or card provider may take several additional days to credit the funds back to your account. For this reason, we kindly ask that you allow up to 10 working days from the date you return your item before contacting us regarding your refund.

  • Contact Us

Contact Us

If you’re unable to find the answer to your question, our customer care team will be happy to assist you. Please get in touch with us using the contact form available at the link below, and we’ll respond as soon as possible.

Contact us